The player from Germany has been waiting to receive her withdrawal of 100€ since 08/25. Despite account verification and withdrawal confirmation, the casino cites a glitch in the payment system and has asked her to repeat the withdrawal request. Shortly after opening the complaint player has received their funds.
Legzo Casino - Player's withdrawal is delayed due to a claimed system glitch.
Amount: €100
Legzo Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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8 months ago
Translation
I requested a withdrawal of 100€ on 08/25 and I've verified my account. I received an email confirmation for the withdrawal on 08/25. After inquiring multiple times in the live chat as to why I haven't received my money yet, I was told there was a glitch in the payment system and that I should request the withdrawal again (I received no email regarding this). I am requesting help to receive my withdrawal.
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8 months ago
Hello macknufi1993,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Legzo Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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7 months ago
Translation
Hello Nick,
I have been verified for over 3 weeks. I last spoke to Casino on August 25th.
I played without a bonus. Like I said the payout was approved but the money was never received.
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7 months ago
Translation
I asked again yesterday. According to the live chat, everything is confirmed and I should receive the money by September 8th. That's what they said last time and suddenly the payout was canceled. Please help me.
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7 months ago
Translation
I asked again today. I have to submit a bank statement to check whether I actually didn't receive the money. According to the casino, this is now being checked again by the finance department.
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7 months ago
Thank you macknufi1993 for all the information provided so far. I will now forward your complaint to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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7 months ago
Hello, macknufi1993 !
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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7 months ago
Translation
I received the money today. You can close the case, thanks.
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7 months ago
Dear macknufi1993 ,
I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.
I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Also, I would like to thank the casino for their assistance with the issue!
Best regards,
Pavel K
Casino Guru Team
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